V2 Rubric Detail — daae839c-650d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:49
Duration
28m 23s
Contact
Everett Wood
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133024
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000 Heating system keep getting disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.9% (+25.9)

V2 Grader Summary

The agent conducted a logical, empathetic troubleshooting process, correctly diagnosing potential causes (firmware, security mode, power-cycle) and aligning with KB guidance. While no tools were used and full resolution wasn't confirmed, the path was appropriate and customer-focused, warranting a Partial Resolution outcome due to lack of verification and follow-up commitment.

V1 Case Analysis

Customer reports Carrier thermostat disconnects with 'Infinity server not connected' error on MBE7000. Advised to change 2.4 GHz Wi-Fi security from mixed mode to WPA2-Personal only, perform full power cycle (modem → router → thermostat), and contact Carrier support for firmware update. No verification performed.

Troubleshooting Steps
  • Identified router model (MBE7000) and current Wi-Fi security settings.
  • Explained that mixed WPA2/WPA3 mode can block older devices and recommended using WPA2-Personal only.
  • Advised power-cycling modem, router, and thermostat in proper order and suggested checking thermostat firmware.
Key Observations
  • Agent correctly diagnosed mixed Wi-Fi mode as a compatibility issue for IoT devices [20:00].
  • Long silences and lack of call control throughout [04:00, 05:00, 10:00, 15:00, 25:00, 26:00].
  • No verification of router admin access, firmware version, or post-change functionality.
  • No collection of serial number, warranty status, or case number despite troubleshooting a hardware issue.
Positive Highlights
  • Correctly identified mixed-mode security (WPA2/WPA3) as a potential cause for the thermostat’s connectivity issue [20:00].
  • Recommended switching to WPA2-Personal only, which aligns with Linksys KB guidance for IoT compatibility [20:00–21:00].
  • Provided accurate power-cycle sequence: modem → router → thermostat [18:00–26:00].
  • Warned against using open or enhanced-open security modes due to security risks [25:00].
  • Correctly advised customer to contact thermostat manufacturer for firmware updates [15:00–17:00].
Agent Errors / Gaps
  • Did not ask for or record router serial number or warranty status [01:00–28:00].
  • Failed to guide the customer to the router’s web UI to confirm or change settings [04:00, 19:00, 20:00].
  • Provided generic power-cycle steps without confirming the outcome [18:00–26:00].
  • Repeated filler phrases ('um', 'uh', 'like', 'you know') and unclear wording, leading to confusion [02:00, 04:00, 10:00, 14:00, 21:00].
  • Allowed long silences without explanation or re-engagement [04:00, 10:00, 15:00, 25:00, 26:00].
  • Did not confirm customer name until late in the call and did not collect contact details [13:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 91%
Agent provided troubleshooting steps (power-cycle, firmware check, security mode adjustment) and advised contacting thermostat manufacturer, but did not confirm resolution or verify implementation.
R2 Met Diagnostic thoroughness conf 89%
Agent identified symptoms (disconnected server), asked about device distance and security settings, suggested firmware check, power-cycle sequence, and security mode evaluation — logically advancing diagnosis.
R3 Met Correct resolution path conf 93%
Agent pursued best-effort troubleshooting for an in-warranty MBE7000; recommended steps aligned with KB (power-cycle, firmware, security); advised contacting third-party device maker appropriately.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified key symptoms (Infinity server not connected), explored root causes: firmware, wall interference, security mode (WPA2/WPA3 compatibility), and network handoff issues — logical diagnostic progression.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent relied on customer’s verbal description of router settings instead of initiating a remote session or requesting screenshots, but correctly interpreted 'Wi-Fi mode mixed' and security settings based on KB knowledge.
T3 Met No misinformation conf 95%
Agent accurately explained WPA2 vs WPA3 limitations for older devices, correctly described 'mixed' mode implications, and gave proper power-cycle order (modem first), consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained conversation flow and addressed questions, but lacked clear agenda-setting, used frequent long silences, and did not explicitly manage expectations or transitions.
C2 Met Confirmed understanding conf 92%
Agent used plain language, addressed caller respectfully as 'sir', adapted to confusion about Wi-Fi bands and security modes, and confirmed understanding through follow-up questions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case throughout, did not transfer, offered specific guidance, and attempted to resolve the issue without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 86%
Agent gave actionable next steps (power-cycle, change security, contact thermostat support) but did not set a timeline or offer a callback/follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was third-party device integration, not hardware fault or complex configuration beyond L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 88%
Agent expressed empathy ('I'm sorry', 'thank you'), acknowledged caller’s age and confusion, and remained patient and courteous despite long silences and repetition.
X2 Met Tone & rapport conf 91%
Agent matched caller’s pace, used respectful tone, checked in repeatedly, and adjusted explanations to clarify technical terms like 'mixed mode' and 'security'.
X3 Partially Met Overall experience conf 83%
Agent required customer to manually power-cycle devices and change settings, but could not assist remotely; effort was necessary given lack of remote access, but still placed burden on customer.
Call Transcript45 turns · 50 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press 1 now for out of warranty products. Paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options for in warranty products. Our support team is available to help with performance and hardware issues. Please have your device serial number ready for assistance. Press 1 now for out of warranty products, paid. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products. product, paid support option may be available depending on the issue. Hi, thank you for calling linksys technical support. My name is Ellie. How can I help you? Okay. Yeah. Uh huh. Uh huh. Yeah, you can absolutely do it, and I'll definitely help you out because um if if I like you know. If I understand it correctly. You
00:00
Speaker 1
I I have I have 2.45 six no no let me just check yes, I do I I what I what I have under Wi-Fi settings is I have 2.4 gig Hertz ban, and then I have a Wi-Fi name for that, and then I have a Wi-Fi name for the 8 I mean 5 gig Hertz and one thing for the 6 gig Hertz. But but it says under here, I I'm confused. Um I'm 78, that's why I'm confused. [silence]
02:00
Speaker 2
And haven't separated, whee. the 4.0 and 5 gigahertz band and you can only see one network name as of the moment. Yes and have you separated it already? Okay, so you haven't. So, yeah, we can absolutely do it. Um let me just double Well
02:00
Speaker 1
It says, uh, it says, uh, I have a Wi-Fi password, of course, but it says security mode and I have what, WPA2 personal, which is what it, what it will take, but it says Wi-Fi mode is mixed. So, I don't know what that means. Yes. Yes. Right. Yeah. It's a pant. It's a, yeah. It regulates the house, the temperature and everything. Yes.
03:00
Speaker 2
Oh okay so for that one ser, um, a, since you have already separated the 2.4 and uh the 5 gigahertz and the six gigahertz band, and you want to connect um your heating system, um, okay. So for that one ser, um, uh I do you have the router settings right now, like in front of you?
03:00
Speaker 1
routing settings. Okay. Oh. Yes. yes. It's in front of me. Yes. It's, uh... it's just WPA2 personal only. Right. Okay. Yeah, it's... it's...
04:00
Speaker 2
Yes, the route or the thanks where you can see the um, the fi name, the password, the, the security mode, so that you can change it. Okay. Okay. Okay, now, that's perfect. Um, sir, on the two under 2.4 gigah s band, can you tell me if the security mode is is it WPA 2/WPA 3 personal mix? Okay. Okay, so yeah, that's actually, I mean, that should work directly with your heating system. Yes. But when you try sir, like hit connect your heating system to the Wi-Fi, did you encounter any error message? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 1
Um, it um, connects to the, you know, connects to the router, and then, then, all of a sudden, it goes off, and then it comes back on. Uh, I mean, it's, it's, that's consistent. Uh, and, and see, I have a new router, uh, and that's, that's probably one of the reasons why. So, I have a, uh, I have a Linksys, Linksys, uh, 7000 MBE 7000. So, the other one was going to and it's a mesh system, and I, I didn't have a mesh system before. Uh.
05:00
Speaker 2
Oh, hmm. OK. OK. OK. Um, how far? Oh, yeah. OK. Um, so if you can like estimate, like how far is your heating system from
05:00
Speaker 1
Well, it's, it's, uh, right on the wall. Uh, right? It, it's only about, uh, probably two, three feet. Yeah, but it's, it's got a wall between it. It's on the wall. Yes. Okay. Yeah.
06:00
Speaker 2
okay, the child nodes or the one of your links is router. Okay, it's right under the wall, but the links is router, sir, how far is it? Oh, okay, so it's actually kind of near. Oh, that's it. Yeah, it's on the wall and it has a wall between them. okay, uh, maybe that is actually like, uh, the reason for why the heating system, you know, get, uh, keep on getting disconnected because since you mentioned that there is a wall in between them. So, yes, sometimes.
06:00
Speaker 1
Okay. It had, it had, it had the, it had four bars on it. I'm sorry, it had four bars, four bars on the, on the Wi-Fi. So I mean, it looks like I was getting Wi-Fi. Yes. But there's, it's, but it's supposed to go to a server and the server connection does not connect. Uh, it's, it's supposed to go to a server, uh, to the company server. Uh, I'm looking at, I'll look at right now. I can't tell you, it's.
07:00
Speaker 2
That one can really affect the connections. Now, if there is a possible... Uh-huh. I'm sorry.
07:00
Speaker 1
Okay. It says network status connected SIDD 24, and then below that, my Infinity server not connected. And that's the carrier company for the heating and cooling. Yes. okay. Right. Uh-huh. Okay. Right. Right.
08:00
Speaker 2
Mm-hmm. Oh, okay. So if that is actually the case sir, so um is this the only devices that uh that is having the issue? Oh, okay. Now that that makes sense, so sir, um regarding with this one sir, because you know, you we actually already have the answer uh for your question, because um other of your devices are connected without any problem. Now in regards for your heating system, no um
08:00
Speaker 1
Yes. Yes, I can. Okay. The model number, it's a Good River C-A-R-I-E-R model number S-Y-S-T-E-M-C-C-I-T-C zero, eight. Yeah. Like at A. Yeah. Like at A.
09:00
Speaker 2
By the way, can you give me the brand or a model of the your heating system so that I can check it out here on my end? [silence] Okay. Mm. Give me a moment.
09:00
Speaker 1
That's fine. That's fine. Okay. I appreciate your help. Thank you. Uh, I, I just, you know, I don't understand, I guess, on this Wi-Fi settings. How can I separate, how can I get uh get the uh get the uh 2.4 separate just going to the going to that particular one. You know? Can I call it like Everett? You just call it called. Like like Everett 2.4, something like that? You know, call that, you know, for the 2.4 gig band. Can I put a band in it that says, well, not the band, but I mean uh the uh Wi-Fi name is Everett 2.4Transcribe this audio from the left channel.
10:00
Speaker 2
Maybe like you know, I'll be just working here quietly and look for this heating system and then I'll give you some answers, okay? Very much welcome. Oh, okay.
10:00
Speaker 1
لات، فقط أريد أن أذهب وح testes. أوه، هذا ل not مشكلة. أتقبل مساعدتك. شكرًا لك.
11:00
Speaker 2
okay, so you want that this device will only focus connecting to the 2.4 GHz band, wow just one network, okay, Uh-huh. but let me just go ahead and double check everything sir first, okay, so that I can walk you through. Uh and then, okay, okay, Uh-huh, thank you so much as well, getting disconnected, I'll, okay.
11:00
Speaker 1
System controller right? Yeah, it has to have two point four only. Speaker 1
12:00
Speaker 2
And by the way, So which is this like the first time that, uh, you experience the issue? Huh. Okay.
13:00
Speaker 1
metronet. That's a company, internet company, and they were having a special for two, for two gig, and I was paying over $100 for one gig, and I could get two gig, you know, um, for $70, so I said, well, that's where I'd go with it, and so they changed everything, and then gave me a new modem, and, uh, and then, of course, I have, I bought a new Linksys, and, I have it now. Yes. Yes. Yes.
14:00
Speaker 2
Uh huh. Oh, I see. Okay. Sir, uh, by the way, Sir Everett, I did actually pulled up some informations here like what are the possible causes and what are the work around about the issue that you're encountering right now. So, the first, uh,
14:00
Speaker 1
Yes? [silence] Yes. Okay, firmware's outdated. I haven't uit okay, it's supposed to be it maybe that's that's the thing that could be right now it's up again and uh and I have on here, let's see here just a second, um let's see, let's cross a firmware just a minute here. display
15:00
Speaker 2
Let me issue here, Sir, if you are getting the error that infinity server is not connected. Um, the first problem here is that maybe the firmware of that device that you have is outdated. So Yeah, so that I'm sorry. Uh huh. [silence] Oh, okay. [silence] You have the option. Um, okay. Yes. So for that one, actually, sir, sometimes some devices are not updating directly. So you may want, yep, it's really possible. So you might really want to consider like, uh, do it later. Like, you know, call the support for this, um, carrier device. Call their support and ask if you have, I mean, your device have the updated firmware. Now, the second, um, issue here, sir, aside from the firmware is that, um, if you have the, uh, the error message that says, infinity server is not connected, um, the main, uh, the other reason here is that the connection of your device to the server of, uh, carrier actually got this connected.
15:00
Speaker 1
Right. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. [silence] Okay. Okay.
18:00
Speaker 2
Er,Bad, yeah. So that's the second thing. Now, the third thing here that we might be crossing the issue. Now that's actually comes in the Wi-Fi. So, to work around, sir, regarding with the Wi-Fi, what's says here is you need to turn off everything. So, like, you need to turn off the modem, you need to turn off the router and you need to turn off your carrier device. So, after that, turn it back on, but you should start with the modem. So, turn on the modem. Once the modem is on, turn on next the router. After that, once they're all, once all routers are up, then that's the time that you that you should turn on your carrier heating system or your thermostat.
18:00
Speaker 1
Okay. Okay. Okay, so what does it mean when it says, I don't understand, it says Wi-Fi mode mixed? Does that mean that it's, I don't understand that one. Okay, it's under Wi-Fi settings. It's like under 2.4. Yeah, under 2.4 gig band, it says Wi-Fi name DEAO24. which is a Wi-Fi name. Then a password.
19:00
Speaker 2
Yes, sir. So those, yeah, those are the work arounds and the probable causes why you are experiencing this error message, that the infinity server is not connected. [silence] [silence] Um, where did you see that, one sir? uh oh of the Linksys? uh huh.
19:00
Speaker 1
Wi-Fi, password, then security mode. And then, which I understand, which is WP2, personal. But then it's got, Wi-Fi mode, which is mixed. I don't know if that's causing a problem or not. I can't change it, I don't think. Yes. Yes. Correct. Yes. Yes, it's got to be. Yes. [silence] Yep [silence].
20:00
Speaker 2
Mhm. Uh, yeah. Uh, yeah. Sometimes it can really cause a problem, uh, with, with, regarding with the security mode. Because there are some devices, sir, that, uh, that were not able to connect on the network if the security mode of your Wi-Fi settings is on WPA3. Because there are some devices, yes. Because there are some devices, uh-huh. Because there are some devices that, uh, that is only capable on connecting with the wi-fi. [silence]
20:00
Speaker 1
Correct. I read, that's what I read. Yes. Okay. So there's no way I can change that. Okay. Right. Right. Right. Yes.
21:00
Speaker 2
You can try changing it like, you know, the two points four and five. However, if your, like let's say for example, if your phone is not capable of connecting to the Wi-Fi, I mean to the 6 gigabits, of course, your phone will not work with the Wi-Fi. Uh-huh. So, how about you try to test it? Like, you know, try testing it, like turning all, I mean, changing the security mode of your five gigahertz band, put it to the WPA two and then connect your phone. [silence]
21:00
Speaker 1
[silence] Okay. [silence]
22:00
Speaker 2
mm-hmm. But, yeah, how about with this one, sir? Like, do the carrier company, I mean the company or the manufacturer of the thermostat device that you have, do they deploy technicians? mm-hmm.
23:00
Speaker 1
and and so I you said I could play with it by changing the I have a W P slash W P A three mixed right now for the for the 50 now so I could change that to by could just change that to just the W PA two okay okay okay oh but it won't that's a problem it won't go with the five gigahertz it's got to be 2.4 oh yeah. Yeah. Yep.
24:00
Speaker 2
Your Wi-Fi settings are correct, sir. Yes, sir. Yeah, yeah. Yeah, for the five gigahertz. Uh-huh. Yes, you can do it later and then connect the thermostat to the five gigahertz and then try observing it, at least for a day. Okay, that's actually also going to be a problem. So yeah, what we can only do here is just connecting this device to the 2.4 since it's only capable on connecting to the
24:00
Speaker 1
now it's got it's it also has other options here. It's got enhanced open only open and enhanced open and open, for security mode. but that that means you don't have any security, right? yes, correct. right. yeah, that's okay. yes. right.
25:00
Speaker 2
2.4 gigahertz band, but, uh, as, uh huh. Okay, if you, yes, sir. You will have lesser and lesser security about your Wi-Fi on the 2.4 gigahertz band and someone can easily access your Wi-Fi, especially the 2.4 ghz if you choose the other security mode. So, how about, let's stick with the WPS2 personal on your 2.4 gigahertz band and then turn off everything, like, you know, turn off the router, the [silence] [music] [silence] and the Wi-Fi as soon as you probably gone to sleep or whenever you leave your apartment. [silence]
25:00
Speaker 1
Right Right Okay sure.oh then right. Wilder Yes Okay, I'll do that Okay. Okay, well thank you so much I'll try that. I can't think I really appreciate your help. So see Yes. Right Yeah, I'm going to have him do that. Yeah, I will do that. I've got a phone number that then
26:00
Speaker 2
thermostat [silence] and your modem, [silence] and then give it at least for about 15 s [silence] and then after 15 s, [silence] you can then turn on the modem. [silence] Once the modem is up, [silence] turn on the router. [silence] Once the router is up, [silence] turn on the thermostat. [silence] And then observe the connection, [silence] sir Everett, [silence] okay? [silence] Yes. [silence] Okay, [silence] thank you so much. [silence] And uh, [silence] you too, sir Everett. [silence] And also, uh, sir, [silence] if you were I like, [silence] you know, [silence] if you can contact the manufacturer of your thermostat later, maybe you could ask them if they can deploy a technician so that they can physically check your device. Okay that's actually good. Thank you. I'm from the Philippines. I'm from the Philippines. Oh. Uh huh. Filipino. Wow. Yeah.
26:00
Speaker 1
Yeah, so. Well, I really appreciate it. Appreciate all your help. I really do. May God bless you and take care. Thank you. You too. Thank you. Bye-bye. Bye-bye.
28:00
Speaker 2
You too, sir. You too, sir, guys. See you soon. Thank you so much. Have a good one. Bye bye for now.
28:00